Offer your customers solutions not dead-ends
Kevin Stirtz
March 06, 2008
Remarkable Customer Service Rule #19
Offer your customers solutions, not dead-ends.
We all know not every customer request is easy or possible to fulfill. But rather than tell them "no" try to find other ways to help them get what they want.
Always focus on finding a solution. No matter what they ask for, you can almost always find an alternative, even if it´s sending them somewhere else.
To do this…
Make a list of all the requests, concerns and complaints you get from customers.And, keep track of how your company has responded to them. If necessary, have team meetings to brainstorm ways to handle difficult or challenging requests.
Then make these lists handy for every employee, so they instantly know how to help customers.
When you do this, customers will come back more often because they know you you´ll do everything you can to help them.They´ll know (through your actions) that your company is committed to helping them get what they want.
Offer your customers solutions, not dead-ends.
We all know not every customer request is easy or possible to fulfill. But rather than tell them "no" try to find other ways to help them get what they want.
Always focus on finding a solution. No matter what they ask for, you can almost always find an alternative, even if it´s sending them somewhere else.
To do this…
Make a list of all the requests, concerns and complaints you get from customers.And, keep track of how your company has responded to them. If necessary, have team meetings to brainstorm ways to handle difficult or challenging requests.
Then make these lists handy for every employee, so they instantly know how to help customers.
When you do this, customers will come back more often because they know you you´ll do everything you can to help them.They´ll know (through your actions) that your company is committed to helping them get what they want.
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